Guides·During your stay

Airbnb Not as Described? What to Do Right Now

You open the door and it is not the place you booked. What you do in the next hour decides whether you get your money back. Here is the order that works.

By The Renter’s Court · Updated October 22, 2026

Airbnb’s Rebooking and Refund Policy covers stays that are “significantly different than advertised,” not reasonably clean, unsafe, or where the host cannot get you in (Airbnb Rebooking and Refund Policy). Vrbo has a similar promise under VrboCare (VrboCare). But both depend on you reporting quickly and backing it up with evidence.

What counts as “not as described”?

According to Airbnb’s policy, covered problems include:

The wrong type of space, such as a private room when you booked an entire home.
Fewer bedrooms, bathrooms or kitchens than listed.
The wrong location.
An undisclosed host, other person or pet staying there.
A listed special amenity missing or broken, such as the pool, hot tub, a major appliance, heating or air conditioning.
A place that is not reasonably clean or has safety or health hazards.
The host cancels before check-in or fails to give you access.

Minor gripes, like a lumpy sofa or a smaller TV than you hoped, usually do not qualify. Focus on what the listing promised and what you can prove.

Step 1: Document before you touch anything

Take a slow video walking through every room, narrating what is wrong.
Photograph specific problems close up: stains, mold, broken locks, the missing hot tub.
Screenshot the listing as it appears now, including the photos, the amenities list and the description. Hosts can edit listings after the fact.
Keep everything in the platform. Airbnb says requests should be backed by photos, videos or confirmation from the host.

Step 2: Message the host on the platform

Airbnb’s policy says that, when feasible, you must notify the host and try to resolve it with them first. Keep the message short and factual:

Hi, we just arrived and the listing says 3 bedrooms and a working hot tub. There are 2 bedrooms and the hot tub is drained. Photos attached. Can you fix this today, or should we ask Airbnb to help us rebook?

Give the host a reasonable chance to respond, but do not wait for days. Do not agree to anything off the platform, including a cash refund by payment app.

Step 3: Contact Airbnb or Vrbo quickly

Airbnb: guests must report Reservation Issues within 72 hours of discovering them (Airbnb policy). Contact support through the app or the Help Center (Contact Airbnb Support). Use only the numbers and chat inside the app, because fake support numbers are a common scam (see our scam guide).

Vrbo: Vrbo’s guarantee terms say material defects should be reported within 24 hours of arriving or of the problem appearing, and that you should tell Vrbo before you leave the property or find somewhere else, except in an emergency (Vrbo guarantee terms, PDF). You must have booked and paid through Vrbo’s checkout.

Ask clearly for what you want: rebooking at a comparable place, a partial refund, or a full refund.

Step 4: Decide whether to stay or go

If the place is unsafe, leave and tell the platform immediately. If it is merely disappointing, stay put until support responds. Leaving early without telling them can hurt your claim, and Airbnb says the outcome depends partly on whether you vacated and how strong your evidence is.

If you must book a replacement, keep every receipt and ask support in writing whether they will cover or contribute to the cost. Airbnb’s policy says it may help pay for new accommodations but is not obligated to.

Step 5: Get the outcome in writing

Airbnb may offer a travel credit instead of cash. Under its policy, if a host cancels before check-in you can ask for a refund to your original payment method instead. Whatever is agreed, ask for a written summary in the support thread with the amount and when it will arrive.

If they say no

Appeal and escalate in the same support thread with any new evidence.
Dispute the charge with your card issuer if you paid by credit card. The FTC explains how billing disputes work, including the 60-day window for billing errors (FTC: Disputing charges).
File a complaint with your state attorney general (find yours at NAAG) or the FTC.
Consider small claims court for larger losses. See our Fix It playbook.

Our full refund guide covers each of these in more detail.

Help the next guest

A misleading listing usually catches more than one family. Once you are safe, tell us what happened. We do not publish names or locations from guest reports, and your email stays private. You can also browse NitemAirbnb to see what other renters are reporting.

Sources

This guide is general information, not legal advice. Platform policies change, so check the linked source for the current version. Spot an error? Tell us.